Our approach: how we create superior customer experiences
It’s this ethos that drives everything we do.
Only with evidence can you:
This is the framework we use to construct positive, profitable and superior customer experiences.
The key is placing your customer at the heart of your design effort by researching, testing and validating at each stage…
We use this to illustrate how we incorporate persuasive and emotional design on top of the vital bedrocks of usability and desirability.
It’s based on established principles and methods from psychology, behavioural economics, usability, ergonomics and HCI.
We use a structured approach to research, define, implement and (objectively) test each level, ultimately creating positive actions, thoughts and feelings by customers.
When we opened our doors in 1999, most of the work we did was helping people enhance their websites – improving usability, conversions or simply the overall experience.
However, before too long we were successfully applying the same principles to offline experiences (for example, in-store, magazines and TV) – and, of course, to mobile/tablet experiences as well.
Where it works best is where all touch-points are joined-up. We call this JUICE. Some people call it omni-channel, and others call it service design. Whatever you call it is fine by us!
Our clients like our flexible and bespoke approach, as well as the simplicity, practicality and clarity of our deliverables.
Yes, there are a lot of activities – and, to be honest, no-one ever does them all – so we’ll help you pick the right ones for your project…
Testing and evaluation is at the centre of things – it’s one of the primary ways of delivering evidence to drive design forward.
There are a whole spectrum of testing techniques including; traditional face to face lab-based testing, remote testing, in the field testing, analytics and MVT.
…and more tailor made for you
It’s important we understand your goals, your business opportunities, learn from the competition and (importantly!) the wants, needs and expectations of your audience
We immerse ourselves in understanding about you, your business and your objectives
Learn from your competitors and how you rank against them
Uncover the essential wants, needs, and expectations through valid and targeted behavioral research
We distil the research into design tools that are easy to understand and communicate. These drive the design forward from a basis of shared knowledge
Powerful and proven tools to help understand and describe how your customers interact with you
We model the possible ways your target customers will interact with you and your services
We create and test concept structures that have been created based on ease of customer interaction
We design and evaluate your site or system through incremental improvements ….design, test, then improve, then test then…. (as many times as possible)
We develop the concept IA’s into a Blueprint of the entire site which will help develop the navigation between the pages of the site
Before spending excess amounts of time creating accurate designs. We sketch out potential layouts to your site which can also be tested with the customer
Once we have a design that we happy with, we convert it into a fully working interactive wireframe which can test a variety of interactions against its users
We apply creative execution for our wireframes because many clients appreciate an end to end service – we apply the same rigor to this as to the information design
Creative and brand concepts are explored with you. We might challenge you to think differently.
Chosen concepts are explored and developed. Ideally we user test responses to the creative too.
Signed off creative are converted to assets to facilitate implementation.
Access to our expertise and dissemination of our skills into your team.
Regular reports and intelligence to keep you on top.
On going tweaking for improved performance and feeding back of the data about behaviours to insight for the next UCD round.
Contact Caroline Bentley to discuss your needs:
0207 608 1670
Or, come and visit us! We have offices in Oxford, Sheffield and London.
Full contact and location details